Chapter 10 Troubleshooting

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1 Chapter 10 Troubleshooting This chapter provides troubleshooting tips and information for your ProSafe Dual WAN Gigabit Firewall with SSL & IPsec VPN. After each problem description, instructions are provided to help you diagnose and solve the problem. This chapter contains the following sections: Basic Functions Troubleshooting the Web Configuration Interface Troubleshooting the ISP Connection Troubleshooting a TCP/IP Network Using a Ping Utility Restoring the Default Configuration and Password Problems with Date and Time Basic Functions After you turn on power to the VPN firewall, the following sequence of events should occur: 1. When power is first applied, verify that the PWR LED is on. 2. After approximately two minutes, verify that: a. The TEST LED is not lit. b. The LAN port LINK/ACT LEDs are lit for any local ports that are connected. c. The WAN port LINK/ACT LEDs are lit for any WAN ports that are connected. If a port s LINK/ACT LED is lit, a link has been established to the connected device. If a LAN port is connected to a 1000 Mbps device, verify that the port s SPEED LED is green. If the port is 100 Mbps, the LED will be amber. If the port is 10 Mbps, the LED will be off. If any of these conditions does not occur, refer to the appropriate following section. 10-1

2 Power LED Not On If the Power and other LEDs are off when your VPN firewall is turned on: Make sure that the power cord is properly connected to your VPN firewall and that the power supply adapter is properly connected to a functioning power outlet. Check that you are using the 12 V DC power adapter supplied by NETGEAR for this product. If the error persists, you have a hardware problem and should contact technical support. LEDs Never Turn Off When the VPN firewall is turned on, the LEDs turns on for about 10 seconds and then turn off. If all the LEDs stay on, there is a fault within the firewall. If all LEDs are still on one minute after power up: Cycle the power to see if the VPN firewall recovers. Clear the VPN firewall s configuration to factory defaults. This will set the VPN firewall s IP address to This procedure is explained in Restoring the Default Configuration and Password on page If the error persists, you might have a hardware problem and should contact technical support. LAN or WAN Port LEDs Not On If either the LAN LEDs or WAN LEDs do not light when the Ethernet connection is made, check the following: Make sure that the Ethernet cable connections are secure at the VPN firewall and at the hub or workstation. Make sure that power is turned on to the connected hub or workstation. Be sure you are using the correct cable: When connecting the VPN firewall s Internet port to a cable or DSL modem, use the cable that was supplied with the cable or DSL modem. This cable could be a standard straight-through Ethernet cable or an Ethernet crossover cable Troubleshooting

3 Troubleshooting the Web Configuration Interface If you are unable to access the VPN firewall s Web Configuration interface from a PC on your local network, check the following: Check the Ethernet connection between the PC and the VPN firewall as described in the previous section. Make sure your PC s IP address is on the same subnet as the VPN firewall. If you are using the recommended addressing scheme, your PC s address should be in the range of to Note: If your PC s IP address is shown as x.x: Windows and MacOS will generate and assign an IP address if the computer cannot reach a DHCP server. These auto-generated addresses are in the range of x.x. If your IP address is in this range, check the connection from the PC to the VPN firewall and reboot your PC. If your VPN firewall s IP address has been changed and you don t know the current IP address, clear the VPN firewall s configuration to factory defaults. This will set the VPN firewall s IP address to This procedure is explained in Restoring the Default Configuration and Password on page Tip: If you don t want to revert to the factory default settings and lose your configuration settings, you can reboot the VPN firewall and use a sniffer to capture packets sent during the reboot. Look at the ARP packets to locate the VPN firewall s LAN interface address. Make sure you are using the SSL https://address login rather than Make sure your browser has Java, JavaScript, or ActiveX enabled. If you are using Internet Explorer, click Refresh to be sure the Java applet is loaded. Try quitting the browser and launching it again. Make sure you are using the correct login information. The factory default login name is admin and the password is password. Make sure that CAPS LOCK is off when entering this information. If the VPN firewall does not save changes you have made in the Web Configuration Interface, check the following: Troubleshooting 10-3

4 When entering configuration settings, be sure to click the APPLY button before moving to another menu or tab, or your changes are lost. Click the Refresh or Reload button in the Web browser. The changes may have occurred, but the Web browser may be caching the old configuration. Troubleshooting the ISP Connection If your VPN firewall is unable to access the Internet, you should first determine whether the VPN firewall is able to obtain a WAN IP address from the ISP. Unless you have been assigned a static IP address, your VPN firewall must request an IP address from the ISP. You can determine whether the request was successful using the Web Configuration Manager. To check the WAN IP address: 1. Launch your browser and navigate to an external site such as 2. Access the Main Menu of the VPN firewall s configuration at https:// Under the Monitoring menu, click Router Status. 4. Check that an IP address is shown for the WAN Port. If is shown, your VPN firewall has not obtained an IP address from your ISP. If your VPN firewall is unable to obtain an IP address from the ISP, you may need to force your cable or DSL modem to recognize your new VPN firewall by performing the following procedure: 1. Turn off power to the cable or DSL modem. 2. Turn off power to your VPN firewall. 3. Wait five minutes and reapply power to the cable or DSL modem. 4. When the modem s LEDs indicate that it has reacquired sync with the ISP, reapply power to your VPN firewall. If your VPN firewall is still unable to obtain an IP address from the ISP, the problem may be one of the following: Your ISP may require a login program. Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of login. If your ISP requires a login, you may have incorrectly set the login name and password. Your ISP may check for your PC's host name. Assign the PC Host Name of your ISP account as the Account Name in the Basic Settings menu Troubleshooting

5 Your ISP only allows one Ethernet MAC address to connect to the Internet, and may check for your PC s MAC address. In this case: Inform your ISP that you have bought a new network device, and ask them to use the VPN firewall s MAC address; or Configure your VPN firewall to spoof your PC s MAC address. This can be done in the Basic Settings menu. Refer to Manually Configuring the Internet Connection on page 2-9. If your VPN firewall can obtain an IP address, but your PC is unable to load any Web pages from the Internet: Your PC may not recognize any DNS server addresses. A DNS server is a host on the Internet that translates Internet names (such as www addresses) to numeric IP addresses. Typically your ISP will provide the addresses of one or two DNS servers for your use. You may configure your PC manually with DNS addresses, as explained in your operating system documentation. Your PC may not have the VPN firewall configured as its TCP/IP gateway. Troubleshooting a TCP/IP Network Using a Ping Utility Most TCP/IP terminal devices and firewalls contain a ping utility that sends an echo request packet to the designated device. The device then responds with an echo reply. Troubleshooting a TCP/IP network is made very easy by using the Ping utility in your PC or workstation. Testing the LAN Path to Your VPN Firewall You can ping the VPN firewall from your PC to verify that the LAN path to your firewall is set up correctly. To ping the firewall from a PC running Windows 95 or later: 1. From the Windows toolbar, click Start and choose Run. 2. In the field provided, type ping followed by the IP address of the VPN firewall; for example: ping Click OK. A message, similar to the following, should display: Pinging <IP address> with 32 bytes of data If the path is working, you will see this message: Troubleshooting 10-5

6 Reply from <IP address>: bytes=32 time=nn ms TTL=xxx If the path is not working, you will see this message: Request timed out If the path is not functioning correctly, you could have one of the following problems: Wrong physical connections Make sure the LAN port LED is on. If the LED is off, follow the instructions in LAN or WAN Port LEDs Not On on page Check that the corresponding Link LEDs are on for your network interface card and for the hub ports (if any) that are connected to your workstation and VPN firewall. Wrong network configuration Verify that the Ethernet card driver software and TCP/IP software are both installed and configured on your PC or workstation. Verify that the IP address for your VPN firewall and your workstation are correct and that the addresses are on the same subnet. Testing the Path from Your PC to a Remote Device After verifying that the LAN path works correctly, test the path from your PC to a remote device. From the Windows run menu, type: PING -n 10 <IP address> where <IP address> is the IP address of a remote device such as your ISP s DNS server. If the path is functioning correctly, replies as in the previous section are displayed. If you do not receive replies: Check that your PC has the IP address of your VPN firewall listed as the default gateway. If the IP configuration of your PC is assigned by DHCP, this information will not be visible in your PC s Network Control Panel. Check to see that the network address of your PC (the portion of the IP address specified by the netmask) is different from the network address of the remote device. Check that your cable or DSL modem is connected and functioning. If your ISP assigned a host name to your PC, enter that host name as the Account Name in the Basic Settings menu Troubleshooting

7 Your ISP could be rejecting the Ethernet MAC addresses of all but one of your PCs. Many broadband ISPs restrict access by only allowing traffic from the MAC address of your broadband modem, but some ISPs additionally restrict access to the MAC address of a single PC connected to that modem. If this is the case, you must configure your VPN firewall to clone or spoof the MAC address from the authorized PC. Refer to Manually Configuring the Internet Connection on page 2-9. Restoring the Default Configuration and Password This section explains how to restore the factory default configuration settings, changing the VPN firewall s administration password to password and the IP address to You can erase the current configuration and restore factory defaults in two ways: Use the Erase function of the VPN firewall (see Settings Backup and Firmware Upgrade on page 8-14). Use the reset button on the rear panel of the VPN firewall. Use this method for cases when the administration password or IP address is not known. To restore the factory default configuration settings without knowing the administration password or IP address, you must use the reset button on the rear panel of the VPN firewall. To restore the factory defaults: 1. Press and hold the reset button until the Test LED turns on and begins to blink (about 10 seconds). 2. Release the reset button and wait for the VPN firewall to reboot. Problems with Date and Time The Administration Time Zone menu displays the current date and time of day. The VPN firewall uses the Network Time Protocol (NTP) to obtain the current time from one of several Network Time Servers on the Internet. Each entry in the log is stamped with the date and time of day. Problems with the date and time function can include: Date shown is January 1, Cause: The VPN firewall has not yet successfully reached a Network Time Server. Check that your Internet access settings are configured correctly. If you have just completed configuring the VPN firewall, wait at least five minutes and check the date and time again. Troubleshooting 10-7

8 Time is off by one hour. Cause: The VPN firewall does not automatically sense Daylight Savings Time. Check the Time Zone menu, and check or uncheck the box marked Adjust for Daylight Savings Time. Diagnostics Functions You can perform diagnostics such as pinging an IP address, performing a DNS lookup, displaying the routing table, rebooting the firewall, and capturing packets. Select Monitoring > Diagnostics from the main menu. The Diagnostics screen will display. Note: For normal operation, diagnostics are not required. Figure Troubleshooting

9 Table Diagnostics Item Ping or trace an IP address Perform a DNS lookup Display the routing table Reboot the VPN firewall Packet trace Description Ping Used to send a ping packet request to a specified IP address most often, to test a connection. If the request times out (no reply is received), it usually means that the destination is unreachable. However, some network devices can be configured not to respond to a ping. The ping results will be displayed in a new screen; click Back on the Windows menu bar to return to the Diagnostics screen. If the specified address is intended to be reached through a VPN tunnel, check Ping through VPN tunnel. Traceroute Lists all routers between the source (this device) and the destination IP address. The traceroute results will be displayed in a new screen; click Back on the Windows menu bar to return to the Diagnostics screen. A DNS (Domain Name Server) converts the Internet name (for example, to an IP address. If you need the IP address of a Web, FTP, Mail or other Server on the Internet, you can request a DNS lookup to find the IP address. This operation will display the internal routing table, which can be used by Technical Support to diagnose routing problems. Used to perform a remote reboot (restart). You can use this if the VPN firewall seems to have become unstable or is not operating normally. Note: Rebooting will break any existing connections either to the VPN firewall (such as your management session) or through the VPN firewall (for example, LAN users accessing the Internet). However, connections to the Internet will automatically be reestablished when possible. Packet Trace selects the interface and starts the packet capture on that interface. Troubleshooting 10-9

10 10-10 Troubleshooting

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